Five9 Intelligent Cloud Contact Center Platform
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- Features
- Ease of use
- Ease of management
- Quality of support
- Affordability
- Market presence
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$5,950 per month
Free Trial unavailableFree version unavailable
Small
Medium
Large
- Banking and insurance
- Healthcare and life sciences
- Manufacturing
What is Five9 Intelligent Cloud Contact Center Platform
Five9 Intelligent Cloud Contact Center Platform is a cloud-based contact center software suite for managing inbound and outbound customer interactions across voice and digital channels. It is used by customer service, sales, and support organizations to route contacts, support agents, automate self-service, and monitor performance. The platform combines CCaaS capabilities (telephony, IVR, ACD, WFM/QM) with AI-assisted features such as virtual agents and speech analytics, and it integrates with common CRM and business applications.
Broad CCaaS feature coverage
The platform provides core contact center functions such as omnichannel routing, IVR, outbound dialing, recording, and supervisor tools in a single cloud service. It also includes workforce and quality capabilities that reduce reliance on separate point solutions for scheduling and evaluation. This breadth fits organizations that want one vendor for telephony plus contact center operations.
AI and analytics capabilities
Five9 offers speech analytics and AI-assisted automation to help identify call drivers, compliance risks, and coaching opportunities. Virtual agent and conversational automation options support deflecting routine requests and assisting agents during live interactions. These capabilities are relevant for teams that need measurable improvements in handle time, containment, and quality monitoring workflows.
Integrations and extensibility
The platform supports integrations with major CRM systems and business tools commonly used by sales and service teams. APIs and partner integrations enable connecting Five9 to existing data sources and workflows (for example, case management and customer data platforms). This helps organizations avoid replacing their CRM while modernizing contact center infrastructure.
Complexity for smaller teams
Because it spans telephony, routing, WFM/QM, analytics, and automation, implementation and ongoing administration can be heavy for small contact centers. Teams may need dedicated administrators or partner support to configure routing, reporting, and quality programs. Organizations seeking a lightweight dialer or basic voice-only setup may find the platform more than they need.
Cost and packaging variability
Total cost can increase as organizations add channels, analytics, WFM/QM, and AI features that may be packaged as separate modules or tiers. Budgeting can be difficult when requirements evolve from voice to full omnichannel and automation. Buyers often need careful scoping to avoid paying for capabilities that are not used.
AI governance depth varies
While the platform includes AI-driven features, organizations with strict AI governance requirements may need additional controls outside the product for model risk management, policy enforcement, and audit workflows. Data retention, consent, and compliance configurations still require customer-defined processes and oversight. This can add work for regulated industries that need formal governance beyond standard contact center controls.
Plan & Pricing
| Plan | Price | Key features & notes |
|---|---|---|
| Digital | $119 per month per seat (USD) | Digital channels only (chat, email, SMS/MMS, social messaging); AI Summaries; Live Transcription; AI Insights; AI Agent Assist; AI Knowledge; Agent Desktop; Geo redundancy; Call recording; Dialer; CRM/UC adapters; Workflow automation; 24/7 support. Shown as "Get a Quote" on site. |
| Core | $159 per month per seat (USD) | All channels with AI essentials (voice, chat, email, SMS/MMS, social messaging); AI Summaries; Live Transcription; AI Insights; AI Agent Assist; AI Knowledge; Agent Desktop; Geo redundancy; Call recording; Dialer; CRM/UC adapters; Workflow automation; 24/7 support. Shown as "Get a Quote" on site. |
| Plus | Contact Sales (flexible pricing) | All channels with advanced AI; feature list includes AI capabilities, full platform features and 24/7 support. Price listed as "Contact Sales / Get a Quote" on site. |
| Pro | Contact Sales (flexible pricing) | All channels with AI essentials and Workforce Engagement Management (WEM). WEM offered on a named‑seat basis; additional named seats sold as add‑ons. Price listed as "Contact Sales / Get a Quote" on site. |
| Enterprise | Contact Sales (flexible pricing) | All channels with advanced AI and WEM; full platform, analytics, workflow automation and 24/7 support. Price listed as "Contact Sales / Get a Quote" on site. |
Notes: Prices above are shown as per concurrent user and usage‑based pricing may apply. AI inclusion: 3,000 minutes per bundled seat + usage. A minimum of 50 seats applies (per Five9 pricing page).
Seller details
Five9, Inc.
San Ramon, California, United States
2001
Public
https://www.five9.com/
https://x.com/Five9
https://www.linkedin.com/company/five9/
